Store Info FAQ
- How can I contact you?
- What information is collected from customers?
Order & Delivery Information
- Where can I find an invoice for my order?
- What are Toolfarm’s shipping charges per order?
- How does Toolfarm handle International Orders?
- I purchased a “Download” item – where is it?
- Is my “Download” item taxed?
- What is Toolfarm’s Return Policy?
- I’m looking to buy multiple copies of a plug-in – is there an extra discount?
How can I contact you?
Sales & Support: +1-415-462-1982 (9am to 5pm PST)
What information is collected from customers?
Emails used in placing orders, downloading product demos and other such methods at Toolfarm.com will automatically be entered into the Toolfarm newsletter list. This newsletter is sent on a bi-weekly basis, and you have the option to be removed at any time. Your email information will not be sold or given to any outside company.
Order & Delivery Information
Where can I find an invoice for my order?
If you have registered for an account, an invoice may be found by logging in and going to your Order History. Select “View Order Details” for the order, and in the upper left-hand corner will be a link called “View Invoice”. This will provide a formal invoice.
What are Toolfarm’s shipping charges per order?
We ship predominantly FedEx unless it is a drop-shipment, which will use either FedEx or UPS depending on the vendor.
Downloadable – FREE!
Ground – $10 (Ground is for within the US only)
Next Day Air – $35
2nd Day Air – $16
Canada/Mexico – $35
International Priority – All Other Countries – $70
Most orders that are purchased for download are sent automatically, but some products are processed manually (especially in the case of plugins that require System IDs, etc). The manual delivery process can take anywhere from several minutes to 24 hours depending on the manufacturer and day of the week. Double-check your junk/spam folder, then feel free to email us at firstname.lastname@example.org to get a better sense of timing.
How does Toolfarm handle international orders?
There are no territory restrictions on AE or FCP plugins, but some products may have restrictions. The sale of Maxon products by Toolfarm is excluded in the following countries: Japan, India, Russia, and China. If you have any questions about territory restrictions, please send us an email.
Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.
I purchased a “Download” item. Where is it?
Most orders that are purchased for download are sent automatically, but some products are processed manually (especially in the case of plugins that require System IDs, etc). The manual delivery process can take anywhere from several minutes to 24 hours depending on the manufacturer and day of the week. Please feel free to call/email us to get an idea of timing. Also double check your Junk/Spam folder first, as this is common.
For estimated delivery times on item that is for download, please see the Chart for Average Wait Time for Download Information.
Is my “Download” item taxed?
No. Any item purchased for delivery electronically are not subject to tax (no receipt of any hard materials, including manuals).
What is Toolfarm’s Return Policy?
There is a 20% re-stocking fee on all non-defective returns. No credit or refund after 14 days of receiving goods. No credit or refund will be given if the software has been opened. All returned goods must have an RMA number, copy of Invoice, and problem stated. All returned goods must be returned in the original package with manuals. ESD (downloadable) products refund and exchanges are based on the manufacturer’s policy and vary by product. Maxon products cannot be returned for any reason.
I’m looking to buy multiple copies of a plug-in. Is there an extra discount?
Typically yes, but it depends on the manufacturer. To check if multi-unit pricing is available, click on the Buy Now button, and a link for “(Multi-unit discount available)” will appear if so.
I need to get plugins for a couple of computers that I will use for rendering purposes. Do I have to pay the full price?
It really depends on the plug-in. Many plugins provide free Render Only use of their plugins for render farms, while others have paid versions. Check the tab on each product buy page called “Render” for more details and pricing.